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Master socket

mark74 — Sat, 07 Sep 2024 19:21:21 GMT

Hi can anyone help, I am decorating and unplugged my router when I plugged it back in it was purple and the phone said check phone line, I did a check by plugging the phone into box with the face plate removed and it worked I had a spare face plate but still getting nothing?

Re: Master socket

chrisjp — Sat, 07 Sep 2024 20:08:30 GMT

I think I recall that some master socket faceplates just click into position without requiring screws to hold them - and this causes a poor connection between the phone socket on the faceplate and the socket inside that is actually connected to the phone/broadband line.
Since your phone worked when plugged into the socket inside the master socket than I think this is the problem.
You could try jiggling the faceplate around to get a better connection and then maybe taping it in place to keep it that way.

Re: Master socket

mark74 — Sun, 08 Sep 2024 10:59:20 GMT

Hi thanks I have tried that didn't work I don't understand how it's not working? Would this be a charge if an engineer came out?

Re: Master socket

mark74 — Sun, 08 Sep 2024 12:08:39 GMT

Hi I have checked wiring into master socket there are 2 wires not connected orange and green and 2 that are is this the issue?

Re: Master socket

WSH — Sun, 08 Sep 2024 12:15:04 GMT

You say you unplugged your router and then tested the phone in the test socket. Have you tested the router in the test socket? Does the phone work with the faceplate fitted? If the phone works and the router doesn’t it suggests the cable between the router and the socket is faulty.

Edit: The two spare wires is not unusual. They are exactly that, spare. Although, orange and green is unusual. The pairs used are usually orange and white or black and green.

Re: Master socket

mark74 — Sun, 08 Sep 2024 12:22:20 GMT

Thank you I unplugged the Ethernet cable from the wan port and the phone line came back on ?

Re: Master socket

WSH — Sun, 08 Sep 2024 12:29:03 GMT

Are you on FTTP (i.e. full fibre, ethernet cable from the router to an ONT) or FTTC (i.e. fibre, a DSL cable from the router to the master socket)? Your original post suggested the latter. In which case an ethernet cable from the WAN port will not work. It needs an RJ11 cable from the grey DSL port.

Re: Master socket

mark74 — Sun, 08 Sep 2024 12:45:03 GMT

Hi I have one in the broadband port and another in the wan port I have a cable running upstairs it has been set up like that for years however when I take the cable out the wan port the phone line comes on but no Internet? I have full fibre yes.

Re: Master socket

imjolly — Sun, 08 Sep 2024 12:52:54 GMT

if you have full fibre then you must have a socket like this upstairs hence why ethernet is connected to WAN socket

Re: Master socket

WSH — Sun, 08 Sep 2024 12:54:33 GMT

OK, so I’m confused now. So, if I understand correctly, your broadband is a full fibre system, that is, connected to an ONT, (as pictured by imjolly -thanks for that), via the WAN port. Your phone still connects to the master socket. That is, you are still on the old PSTN phone system. The two are separate systems. Unplugging one should have no effect on the other.

Unless you are on digital voice. In which case the phone does not plug into the master socket but instead uses the green phone socket on the back of the Smart hub.

Re: Master socket

mark74 — Sun, 08 Sep 2024 13:14:04 GMT

Hi ok so I have the router connected to a master socket 5c in my living room, upstairs I have a cable from the router broadband socket , I don't have any bt equipment like the picture shows, I have a port hub to which my PC is connected upstairs, I am also confused how just by unplugging the cables it has went like this?

Re: Master socket

WSH — Sun, 08 Sep 2024 13:26:41 GMT

Then you are on “Fibre”, not “Full Fibre”. In that case you should have an RJ11 cable from the grey DSL port on the router to the master phone socket. That is your broadband.

The phone connection depends on if you have Digital Voice or not. If you have Digital Voice the phone connects to the green phone socket on the back of the Smart Hub. If you do not have Digital Voice the phone connects to the master phone socket.

It’s not beyond possibility that disturbing the cables has induced a fault in one of them. Cables do go faulty. Trying a different cable might help.

Edit: While I think of it, it might also be worth making sure the cable in the WAN port is configured with FTTP mode off as you do not need a WAN port. The cable upstairs is just a LAN cable.

Re: Master socket

mark74 — Sun, 08 Sep 2024 17:58:10 GMT

Hi thanks again for the reply I have tried a new Ethernet cable made no difference I am lost now if bt come out it won't be cheap

Re: Master socket

iniltous — Sun, 08 Sep 2024 19:10:57 GMT

Your original post states your service works when connected in the test port of the master socket , so with the decor / consumer panel removed , so why not leave it like that ( a little ugly but working ) if you moved your router to be close to the master socket to do this ‘test’ and that’s not the routers normal location ( and you can’t leave it there ) , then presumably you have disturbed the extension wiring that runs from the detachable panel of the master socket to whatever extension socket you normally have your router connected to …or is this not the case ?

( IMHO , it’s not clear if you have FTTP or a copper line , and it’s unclear why you are moving Ethernet cables around which can only be from your router to devices like PC’s Xbox type etc if you are on copper , and if you are on FTTP , the WAN port needs to be connected to the ONT via Ethernet.

Re: Master socket

mark74 — Sun, 08 Sep 2024 19:16:58 GMT

Hi the phone line works when in test mode but you can't plug the Ethernet cable in? I have tried a new face plate no luck , I removed the cable from the wan port and the phone line was fine, tried new cable still the same ?
I have fibre but not full fibre as pointed out to me.

Re: Master socket

Keith_Beddoe — Sun, 08 Sep 2024 19:28:45 GMT

The cable should be an RJ11 cable, and plugged into the DSL port on the home hub, as shown below. That is how it should be connected.

The WAN port, if present, (Red) or any Ethernet port on the home hub would present a short circuit, and stop your phone line from working.

Re: Master socket

iniltous — Sun, 08 Sep 2024 19:29:58 GMT

Sorry but this makes no sense, what is test mode ? , if you mean the your service ( and presumably that primarily means broadband ) works with the router connected to the test port of the copper pair master socket ( the test socket ) what has Ethernet got to do with anything ( Ethernet is what your wired devices connect to the router with , not what the router connects to the wall socket with ) or are you saying a wired telephone works in the test port but you haven’t tried the router in the test port ?

Re: Master socket

licquorice — Sun, 08 Sep 2024 19:35:54 GMT

I have no idea why you keep talking about an Ethernet port.

You clearly did more than just unplugging a cable when you carried out the decorating otherwise all you have needed to do was to plug the cable back in.

Re: Master socket

mark74 — Sun, 08 Sep 2024 19:44:29 GMT

Hi no I unplugged everything then plugged back in the hub is purple that's it !

What do you think I have done ? I am just as confused

Re: Master socket

mark74 — Sun, 08 Sep 2024 19:48:41 GMT

Take face plate off plug phone line in for a test line it works with no issue, when connected to face plate back on and Ethernet cable and phone line cable both into master socket it does not work I have replaced the master socket faceplate with no luck, basically the phone line does not work when plugged in master socket